Presentation_Provide_F&B_Services_Refined.pptx

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1. PROVIDE FOOD AND BEVERAGE SERVICES D1.HBS.CL5.12 Slide 1

2. Subject Elements This unit comprises nine Elements: Prepare food and beverage environment for service Set tables Meet and greet guests Take food and beverage orders Serve food Serve drinks Present account to guest Provide departure services Conduct shut down activities Slide 2

3. Assessment Assessment for this unit may include: Oral questions Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor Slide 3

4. Element 1: Prepare food and beverage environment for service Slide 4

5. Prepare food and beverage environment for service Performance Criteria for this Element are: Check requirements for the upcoming service session Check cleanliness of the facility and conduct spot and makeup cleaning as required Set up dining area for trading session Process incoming reservations to the establishment Slide 5

6. Preparing a food and beverage outlet The preparation of a restaurant is vital for the efficient and successful running of any meal shift. Things need to be: Checked Stocked Cleaned Positioned Slide 6

7. Types of food and beverage outlets The industry boasts a wide variety of food and beverage outlets. What types of food and beverage outlets exist? What specific preparation activities need to be performed that are different from the norm? Slide 7

8. Identify individual responsibilities Understanding your role The basis of doing any job properly is knowing what is required of you, regardless of industry or position. How can you find out what you are expected to do: In your role? For an upcoming shift? Slide 8

9. Understand upcoming session Understanding the upcoming service session Before we start to prepare for a session we must understand what is likely to take place in the upcoming session. How can find out what impacts an upcoming session? What are common impacts? Slide 9

10. Understand upcoming session Reservations Number of guests Size of bookings Customer’s arrival time Special requests Needs of guests Slide 10

11. Understand upcoming session Considering anticipated trade When checking reservations, it is also important to take into consideration the anticipated level of ‘walk in’ customers. The level of ‘walk in’ trade may be influenced by: Historical information Events or local attractions Weather Hotel occupancy Promotions Slide 11

12. Understand upcoming session Checking menu for the session Fish of the day Soup of the day Specials of the day Vegetables of the day Dessert of the day Specific constraints on this individual upcoming session Out of stock items Slide 12

13. Understand upcoming session Checking internal requirements Besides the above mentioned impacts on an upcoming session, there are usually a number of internal requirements that need to be considered. What are some possible internal requirements? Slide 13

14. Check cleanliness of facility Before the session starts it is imperative that the facility is clean. Why is this important? What areas do you check? What do you need to check? What cleaning activities may you need to conduct? Slide 14

15. Checking and cleaning restaurant area Areas to check for cleanliness may include: Furniture – tables and chairs Wall hangings – pictures or displays Fixtures – light fittings and door knobs Plants – indoor plants and pots Operating equipment Slide 15

16. Checking and cleaning restaurant area Areas to check for cleanliness may include: Glass – windows, panels and doors Floor – carpet and tiled areas Work stations – waiter’s sideboard Menu stands and Hostess stand Toilets – rest areas Buffet line Bar Slide 16

17. Checking and cleaning customer facilities Other areas to check Waiting area/foyer Restrooms Smoking areas External areas Slide 17

18. Setting up the dining area After the facility is clean it is now time to ‘set up’ the dining area. What needs to be set up? Who performs it? Slide 18

19. Set up furniture A major task in preparing a food and beverage service area for service is to set up the furniture in the room ‘Furniture’ primarily refers to tables and chairs Slide 19

20. Set up furniture Floor plan A floor plan is a map of how the tables are to be positioned in a dining area/restaurant. Slide 20

21. Set up furniture Floor plan A floor plan sets out: Where the tables will be physically positioned The number of covers on each table The table numbers Which waiters will serve which tables Slide 21

22. Set up furniture Floor plan considerations Reservations Shape and design of the room Immovable objects Style of furniture Exits and doors Customer and service personnel access Slide 22

23. Allocating sections to staff Allocating waiting stations to staff Once the tables have been set up, it is quite common for the manager to assign sections and tables to specific staff members. What ways can this be determined? What are common ‘staff to customer’ ratios? What else needs to be considered? Slide 23

24. Allocating sections to staff Considerations Types of customers Amount of people per table Type of service Level of service Experience of staff Location of tables Slide 24

25. Prepare comfort and ambiance The ambience and comfort level of a restaurant must be taken into consideration when preparing for service. This normally takes into consideration: Temperature Noise Lighting Slide 25

26. Prepare comfort and ambiance Other considerations Table decorations Floor displays Smells What other ways can you create comfort and ambiance? Slide 26

27. Prepare equipment Once the restaurant area is ready for service, it is now time to prepare the equipment. What equipment items need to be prepared? What auxiliary items that accompany equipment need to be set up? Slide 27

28. Prepare equipment Coffee Area Coffee machine Cups Saucers Teaspoons Sugar Milk jugs Types of milk Types of coffee Accompaniments (biscuits) Napkins Slide 28

29. Prepare equipment Tea Area Cups Saucers Teaspoons Sugar Milk jugs Types of tea Lemon Slide 29

30. Prepare equipment Service Equipment Bain-maries Toasters What other service equipment is used? Slide 30

31. Prepare cash register station Receive cash float A cash float is the amount of money that an establishment has deemed appropriate to commence the day’s trading for a cash register/point-of-sale (POS) terminal It is used for giving change when completing transactions Slide 31

32. Prepare cash register station What is a cash register? A cash register is a machine that is used to accurately record transactions: Charges and methods of payments Issue accounts and receipts Store cash and non-cash payments Slide 32

33. Prepare cash register station Prepare register items Ensure an adequate supply of: Cash register paper Pens Receipt paper Account folders Ink cartridge Slide 33

34. Prepare cash register station Prepare register items Cash register paper Sweets or other gifts normally presented with accounts to customers Rubbish bins Spare paper Calculator Currency exchange sheet Slide 34

35. Prepare cash register station Prepare register equipment Besides the register there are other machines that must be checked: ETFPOS machines Manual credit card machines Slide 35

36. Prepare cash register station Prepare associated information It is important to have a clear understanding of information that may effect cashiering duties for the day including: Function sheets including event items, pricing, contact names and authorisation information Methods of payment for VIP or special groups or customers Prices for new menu items, specials of the day or promotions Slide 36

37. Display food and beverage items What food and beverage items are commonly displayed? Where are they displayed? How do staff promote them? How do you display hot food in a hygienic manner? How do you display cold food in a hygienic manner? Slide 37

38. Process incoming reservations As tables have been allocated to incoming reservations, it is vital to ensure that the reservations are in fact accurate and that the people are coming. Why is it important to follow up reservations? What information needs to be confirmed? What resulting actions need to take place? Slide 38

39. Process incoming reservations Importance of following up Proves to the customer we value their patronage Reminds the customer of reservation Confirms that the reservation is still applicable Ensure space is confirmed Tables can be resold or released if not wanted Information or arrangements can be confirmed Slide 39

40. Process incoming reservations Importance of following up Payment methods can be collected Ensures changes can be accommodated before the customer arrives Where booking charges can be explained and processed Explain parking arrangements Waiting list customers can be contacted Slide 40

41. Process incoming reservations Reservation information to confirm Status of the reservation – confirmed or cancelled Name of booking Number of pax Expected time of arrival Any special requests Confirm existing requests Slide 41

42. Process incoming reservations Follow up activities Placing reserved sign on the table Informing waiters of the tables under their responsibility of reservation details and requests Informing kitchen of any requests Follow up on any requests Phoning people on the waiting list if the previous reservation is now cancelled Processing charges as applicable Slide 42

43. Element 2: Set tables Slide 43

44. Set tables Performance Criteria for this Element are: Match table setting to menu for the session Set tables and dress where appropriate Complete final inspection of room and table set ups Identify and report recurring problems with set up to the appropriate person to prevent recurrence Slide 44

45. Setting tables Once the room setting and equipment is set up it is now time to set the tables to meet the expected trade for the meal period. What types of setting can you prepare? What cutlery and crockery is needed? Slide 45

46. Setting tables A cover A place setting for one guest is commonly known in the industry as a ‘cover’. Slide 46

47. Setting tables A la carte setting A la carte is the term used for a menu that has individually priced dishes These dishes are divided into entrées, salads, mains and desserts A la carte means ‘from the card/menu’ This type of setting is popular Slide 47

48. Setting tables A la carte setting This setting usually consists of: Main course knife Main course fork Side plate Side knife Wine glass Napkin Centre pieces Slide 48

49. Setting tables Table d’hôte setting A table d’hôte menu is a menu that has a set price for a number of courses ‘Table d’hôte’ means ‘table of the host’ All courses are included in the price and must be paid for by the guests even if they don’t eat every course This is often called a ‘set menu’ Slide 49

50. Setting tables Table d’hôte setting The setting for this menu would be: Main course knife and fork Entrée knife and fork Dessert spoon and fork Side plate and knife Wine glass Napkin Centre pieces Slide 50

51. Types of functions There are many types of functions, each with their own requirements. What functions are commonly held in a hotel? What table settings are used? What else needs to be prepared? Slide 51

52. House specials Every food and beverage establishment will have a specific focus in which most or all of its dishes are centred around. This could include specific: Themes Cuisines Specials of the day Promotions Favourites or popular items Slide 52

53. Meal periods Naturally each meal period will require different settings, appropriate to what is being served. What different meal periods are there? What types of food and beverage are provided? How should tables be set for these? Slide 53

54. Meal periods Breakfast menu Morning/afternoon teas Lunch menu Dinner menu Seminar/conference Wedding Cocktail parties Promotions and product launches Slide 54

55. Styles of service There are many styles of service that require different settings. What styles of service do you know? How are table settings influenced? Slide 55

56. Styles of service Plated service Kitchen plates all the food and the waiting staff carry the plated food to the table. The benefits of plated service are: Consistency of meals Fast service Portion control Slide 56

57. Styles of service Silver service Food items are prepared and carved or separated into individual portions and placed on platters by kitchen staff. Waiting staff use spoons and forks to serve food from service platters The benefits of silver service are: Adds a dimension of ‘entertainment and sophistication’ Customers can have greater choice Slide 57

58. Styles of service Semi-silver service The meat component of the dish is plated and served, and the vegetables are silver served The benefits of semi-silver service are: It increases options for customer It is a more time efficient use of silver service Slide 58

59. Styles of service Gueridon service Food is prepared or cooked at the table and served using full silver service techniques. The benefits of gueridon service are: It is a form of entertainment It is interactive It allows customers to see the cooking process Meals can be prepared to customers’ exact specifications Slide 59

60. Styles of service Buffet service Food is prepared in kitchens in large quantities and then placed on a buffet or display table In most buffet situations guests serve themselves and select the items and quantities they desire Slide 60

61. Styles of service Cocktail service This style of service is very popular, either as a prelude to a dinner or as a stand alone function in its own right Waiters providing a range of finger foods and beverage to customers in a stand up function Slide 61

62. Set and dress tables One of the most important steps when setting up for service is to ensure that the tables are set up to meet the requirements of the upcoming session. What are the objectives when setting and dressing a table? What needs to be set up? What preparation tasks are to done? How do you ‘dress’ a table? Slide 62

63. Set and dress tables Importance of professional table settings A great deal of work and attention to detail must be applied when setting tables, as they must: Have all the necessary tableware, centrepieces, napkins and condiments Must be complete Must be clean and hygienic Must be uniform and consistent throughout the outlet Slide 63

64. Prepare napkins Napkins Preparing napkins includes ensuring they are: Clean Have no holes Are prepared and folded Slide 64

65. Prepare napkins Napkins Types of napkin folds: Cone Bishops Hat Fan Opera House Sail Slide 65

66. Prepare cutlery Cutlery Knives (main and entrée) Forks (main and entrée) Soup spoons Dessert spoons Hot chocolate spoons Teaspoons Seafood cutlery Slide 66

67. Prepare crockery Crockery Plates (main and entrée) bowls (soup, salad and dessert) Butter dishes Salt and pepper shakers Sugar bowls Slide 67

68. Prepare glassware Glassware Beer glasses Wine glasses All-purpose glasses Cocktail glasses Liqueur glasses and fortified wine glasses Carafes wines to table Jugs drinks Irish coffee mugs Slide 68

69. Prepare shakers Prepare salt and pepper shakers Before each shift, salt and pepper shakers must be checked to ensure they are clean and filled appropriately. Blocked holes should be unblocked The exterior of the shakers must be clean Tops free from residual salt or pepper Tops are firmly in place Slide 69

70. Setting tables Clothing a table Clean linen Never let cloth touch ground Lay right side up Same level of overhang on each side Crease middle if using more than 1 cloth Creases should not be seen at the door Use clean napkins Slide 70

71. Setting tables Dressing a table On special occasions, or as part of standard operating procedures, tables may need to be dressed. Dressing takes place as part of the set up and enhances presentation of the table. How do you dress a table? What does boxing a table mean? What tables are normally boxed or dressed ? Slide 71

72. Setting tables Tips for setting a table Use the guest’s chair as a guide to centre the cover Side plates should be placed to the left of the fork Knife blades should always face left Sufficient space should be left between the knife and fork for the plate to be placed down Slide 72

73. Setting tables Tips for setting a table Entrée cutlery should always be placed on the outside of the main course cutlery In à la carte dining, the dessert cutlery should be placed where the main course knife is usually positioned Wine glass should be placed directly above the main knife Slide 73

74. Place table accoutrements ‘Accoutrements’ are the items used to fit out the tables. In some situations you may be required to dress tables with accoutrements such as: Candlesticks Candelabra Bud vases Overlays Floral arrangements Placemats Slide 74

75. Prepare other items Condiments Butter Lemon and lime Waiters station Slide 75

76. Complete final inspection of room Now that tables are set for service and the room is clean and tidy it is now time to undertake a final inspection of the room and table set ups. What would you check? What are you looking for? Slide 76

77. Removing, cleaning or replacing items High chairs Trestle tables Bain-maries Coffee urns Equipment used only for the breakfast shift Glassware Slide 77

78. Removing, cleaning or replacing items Broken equipment or furniture Used customer comment forms Stock (food and beverage items) Displays Mobile trolleys Slide 78

79. Setting tables Checking tables prior to service Cleanliness and the condition of the tables and the table items must be checked prior to service to ensure the guests enter a proper and correctly prepared room. What would you check and why? Slide 79

80. Setting tables Checking tables prior to service Crumbs on chairs Lop-sided, creased, dirty or otherwise unsuitable table cloth Missing items from the cover or table Missing, damaged or unstable tables and chairs Incorrect covers set on a table Actual table positions reflect the set floor plan Rubbish Flies or insects Slide 80

81. Setting tables Verify Menu Types of menus A la carte menu Set menu Beverage menu What is in the beverage menu? Slide 81

82. Final check Final confirmations As part of the final check a final confirmation of the following may take place: Bookings Special requests Seating plan Station allocations Slide 82

83. Reporting problems Once a final check of the restaurant has been completed, any problems that have been identified can be discussed with the appropriate person, for their prompt action. There may be times when service staff identify a problem they cannot rectify, or come across a recurring problem in the room. What are common problems? Who should they be reported to? Slide 83

84. Reporting problems Common recurring problems A piece of equipment keeps failing Faulty refrigeration Running out of crockery, cutlery or glasses Always running out of forms or pens Circuit breakers constantly tripping Faulty air conditioning Production delays Miscommunication between customers & staff Slide 84

85. Reporting problems The floor plan always gets lost The need for a new piece of equipment to complete a specific task more efficiently Any health and safety issue Always running out of a particular product Always running out of ice Always running out of menus Need for more cleaning items and equipment Slide 85

86. Element 3: Meet and greet guests Slide 86

87. Meet and greet guests Performance Criteria for this Element are: Welcome guests on arrival Seat guests at nominated or designated tables Offer pre-meal services Present menus and wine/drink lists Provide service advice and information to guests Slide 87

88. Welcoming guests You never get a second chance to make a good first impression What is a good way to welcome customers to a food and beverage establishment? Slide 88

89. Check reservations Name of booking Reservation/No reservation Confirm number of guests Smoking and non smoking Special requests Slide 89

90. Greeting Give an appropriate greeting What is a good way to greet a customer? What is ‘ice-breaking’ conversations that you can initiate? Slide 90

91. Special needs customers Making suitable accommodation Alternative easy access to their table because of a disability Privacy for romantic couples and business people Room on a table to spread out business documents A table near the door for someone with a walking stick A high chair for infants Warming of a bottle for babies Special dietary needs Slide 91

92. Escort and seat customers “Follow me” Walk at a comfortable pace Acknowledge any dangers Pull out chairs Push in chairs Ensure adequate seating Remove excess chairs Lap napkins Communication Slide 92

93. Pre-meal services Offer pre-meal services Seat Magazine/newspaper Menu Beverage Snack Slide 93

94. Present menus Ensure there are adequate menus for everyone to read Provide menus suitable for the customers: Different languages Children’s menus Distribute menus to the guests from their right-hand side Leave the wine list with the host or place in the centre of the table Slide 94

95. Present menus Ask customers if they would like any starters Serve any complimentary starters Point of direct customers to other menus: Fixed menus on walls Daily specials Tent card displays on tables Tell customers you will be back in a minute to discuss the menu Slide 95

96. Offering advice and information Most customers who visit a food and beverage establishment will not have the same level of knowledge about the menu offering as staff. Therefore they may not be aware of: What is available Which ones are the specialty items What promotions exist Slide 96

97. Offering advice and information Asking questions What investigatory questions can you ask to help identify their desired food and beverage needs? Slide 97

98. Offering advice and information Giving general information The most common form of assistance to be provided will evolve around helping to clarify: Compatibility of food and wine choices Interpretation of menu items Slide 98

99. Offering advice and information Giving information on food Ingredients in dishes Cooking/preparation times Whether things like MSG, sugar, and flour are present in dishes Serve sizes Whether items are fresh, frozen, canned, etc Why a certain dish has the name it does What different cooking styles mean Menu and cooking terminology Slide 99

100. Offering advice and information Giving information on beverages Whether they are domestic or imported beverages Information specific to wines Size of serves, bottles, cans and glasses The variety of ways in which different liquors can be served How it may be consumed Any special points about it Slide 100

101. Offering advice and information Describe specials Soup of the day Fish of the day Roast of day The vegetables for the session and how they are cooked Any other specials that are available Slide 101

102. Offering advice and information Making recommendations Items you think they might like – ask questions Items you like and why Items that are popular Specials of the day Items the kitchen wants you to sell Food and Wine Combinations Slide 102

103. Offering advice and information Additional information In some dining experiences you may also be required to provide additional information such as: Entertainment to accompany meals Location of buffets Location of customer facilities Information about the local area Slide 103

104. Offering advice and information Leave table After all information has been passed on to the table, you should retire from the table while guests browse the menu and make their selection Keep an eye on them for cues that they are ready to order Slide 104

105. Element 4: Take food and beverage orders Slide 105

106. Take food and beverage orders Performance Criteria for this Element are: Take beverage orders and food orders Sell menu items and drinks proactively Recommend wines and drinks to accompany selected foods Respond to guest queries regarding menu items and drink choices Slide 106

107. Take food and beverage orders Performance Criteria for this Element are: Transfer orders to service and preparation points Adjust settings/covers to reflect menu items selected Liaise with other staff regarding intended service delivery Slide 107

108. Taking orders Options available Staff may be required to: Remember orders Record orders on paper-based order forms Record orders using electronic means Slide 108

109. Taking orders Guidelines for taking the order Look for signs when guests are ready to order Start with females Record clockwise or number guests Record all orders accurately and legibly Slide 109

110. Taking orders Guidelines for taking the order Record special requirements: Sauces Temperatures Extras / exclusions Separate courses Repeat order Slide 110

111. Check food preferences Degrees of ‘doneness’ of steaks It is important to note on the order how the guest wants their steak cooked. Degrees of doneness are: Blue Rare Medium rare Medium to well-done Well-done Slide 111

112. Check beverage preferences As part of the ordering process, customers will identify which item that they desire, be it a food or beverage item. They may ask for: A specific brand A generic brand A generic drink Slide 112

113. Check beverage preferences Clarifying an order It makes good sense and excellent customer service, to check with the guest regarding their preference. For example if someone wants a ‘gin’ do they want: A specific brand – Gordon’s, Beefeaters The house/pour brand Slide 113

114. Operate the ordering system All transactions should be undertaken within establishment guidelines relating to: Honesty and integrity Accuracy Speed Explanation and description of charges Customer service Slide 114

115. Operate the ordering system Using different systems Orders can be taken using: Manual system Electronic system: Point of sale terminals Hand held devices Print out terminals Slide 115

116. Optimise sales Sale of additional items Side salads, vegetables or French fries Starch foods like wedges, fries, rice or other potato formats Beverages to compliment meals Additional sauces or condiments Desserts Slide 116

117. Optimise sales Other methods to optimise sales Upsizing/upgrading meals Package meal deals Suggestive selling Slide 117

118. Recommending food and wine General guidelines Whites with fish, chicken, veal and pork Reds with dark meat Reds with cheese Delicate wines with delicate food Full-bodied wines with full-bodied food Sweet wines with sweet food Sparkling wine can generally go with anything and with any course   Slide 118

119. WINE TYPES FOOD White Wine White Meat: Chicken Seafood: Fish, Salmon Spicy Food Pasta Red Wine Red Meat: Beef, Lamb, Dark White Meat: Duck, Turkey Pasta Sparkling Wine/ Champagne Strawberries, Seafood, Fruit Food and wine combinations Slide 119

120. WINE TYPES FOOD Chenin blanc, verdelho, chardonnay, riesling Salads Chardonnay, rosé Antipasto Semillon, sauvignon blanc, riesling Seafood Cabernet sauvignon, shiraz, chardonnay, semillon Game Cabernet merlot, cabernet sauvignon, shiraz, malbec Red meat Chardonnay, chenin blanc, verdelho Poultry Chardonnay, riesling, shiraz Pasta Cabernet merlot Cheese platters Dessert wines Desserts Food and wine combinations Slide 120

121. Respond to customer queries A major part of the service staff’s role is to respond to guest questions regarding menu items. What are common queries customers have in relation to menu items? Slide 121

122. Respond to customer queries Common customer enquires Dish ingredients Cooking/preparation time MSG and flavourings Serving sizes Freshness of ingredients (seafood) Slide 122

123. Respond to customer queries Common customer enquires Cooking styles Meat or meat stocks Menu and cookery terminology Side dishes Calorie/fat content Slide 123

124. Respond to customer queries Handling questions where you don’t know the answer Apologise to the guest Tell them you don’t know the answer to their question Tell them you will go and find out, ask the kitchen etc. Go back to the guest and pass on what you have found out Slide 124

125. Respond to customer queries Dietary Considerations It is extremely important to make sure that special requests that relate to dietary issues receive extra attention and care. What dietary considerations are there? Slide 125

126. Respond to customer queries Special dietary needs Vegetarian requests Lacto-ova vegetarians/Ova-lacto vegetarians Lacto-vegetarians Pescatarians Vegan Slide 126

127. Respond to customer queries Special dietary needs Requests for low-salt meals Requests for low-sugar or no sugar meals Requests for lactose-reduced milk Requests for gluten-free food Requests for a macrobiotic diet Slide 127

128. Convey orders Regardless of whether or not an electronic or manual ordering system is used to take an order, there are many times when waiter staff will need to speak directly to the person preparing items, normally the chef or bartender to: Explain special requests Clarify the order Slide 128

129. Convey orders Information to be relayed Timing issues Cultural issues Special requests How steaks are to be cooked Entrees required as main courses Explanation of tables and their orders Dietary requirements Slide 129

130. Adjusting settings to reflect selections Depending on the dishes and drinks they have ordered, it is now time to adjust the setting with certain items of: Cutlery Glassware Service wear Slide 130

131. Adjusting glassware Practical examples of the need to adjust glasses may include: Adding water glasses and jugs Removing/adding all or some wine glasses Removing the set glasses and replacing them with champagne flutes where a sparkling wine is ordered Slide 131

132. Adjusting service ware Service wear may need to be provided as follows: Service platters Sauce boats Cake stands and knives Snail forks and tongs Lobster picks and crackers Soup tureen Gueridon equipment Slide 132

133. Adjusting settings Process for adjusting covers Identify what needs to be removed from each cover Identify what needs to be added to each cover Obtain the necessary items Load them onto a clothed service plate Carry the clothed plate with all the required cutlery to the table On arrival at the table, begin adjusting the cutlery by starting at the Number One guest, working clockwise Always handle cutlery by the handles Slide 133

134. Liaise with other staff Liaise with other staff regarding intended service delivery What are common communication topics? Who do you communicate with? How does this communication take place? Slide 134

135. Element 5: Serve food Slide 135

136. Serve food Performance Criteria for this Element are: Serve bread rolls at table Serve dishes as ordered by guests Check guest satisfaction as part of service delivery Take remedial action in the event of guest dissatisfaction Clear table at appropriate times throughout meal and on completion of meal Slide 136

137. Serving bread Serving bread at start of meal In most eating experiences in a restaurant, bread is often provided to customers. What is the purpose of serving bread? What formats are they served? How are they served? What else is commonly served as an alternative? Slide 137

138. Serving bread Alternatives to serving bread Nuts Chips Vegetable sticks (crudités) and dip Corn chips and salsa Soup tasters Sorbet – to clean the palate Slide 138

139. Serving food and beverage items Collect food selections When collecting food ensure: Correct food Correct temperature Correct requests Clean plate Service cutlery Garnishes and condiments Correct side dishes All meals to the table are taken at the same time Slide 139

140. Serving food and beverage items Serving Food Use 2 plate or 3 plate method Serve the meal from the right Serve ladies first or direction Place the meat at 6 o’clock Repeat order when presenting Ensure correct cutlery Ensure correct condiments Slide 140

141. Checking guest satisfaction Check Customer Satisfaction Conduct ‘The 3 minute check’ Ensure meals are alright Replenish condiments Providing additional items Clear unused items Slide 141

142. Checking guest satisfaction Offer additional food and beverage Re-order drinks Additional items Give ideas of next course More cutlery/crockery More condiments Slide 142

143. Checking guest satisfaction Offer additional food and beverage Additional items should be offered at appropriate times such as: The three-minute check When glasses are nearly empty When bottles are nearly empty When most bread or rolls on the table have all been consumed Slide 143

144. Take remedial action Take remedial action in the event of guest dissatisfaction Whilst most customers will be happy, naturally some customers will have a problem with their food or beverage item. What do you do? What options are available to you? Slide 144

145. Take remedial action Offer alternatives Replace meal quickly Allowing them to take some items from the buffet whilst they are waiting Providing a plate of snacks including rice, salad, bread or fries Suggesting fast cook items to that a dish will be ready when others are also eating Slide 145

146. Clearing food and beverage items Clear Tables What is the sign that a guest has finished their meal? Before clearing, ask if they have finished Clear the table together Remove any unused items How do you clear plates? Slide 146

147. Clearing food and beverage items Steps to clearing a table The following protocols commonly apply when clearing a table: Try to start with the guest who has the most scraps left on their plate. This will act as the base plate for clearing Always clear from the right of the guest – the same side that you should have served from Pick up the first plate, complete with cutlery, with your right hand and transfer and secure it in your left hand Secure the end of the fork handle under your thumb Slide 147

148. Clearing food and beverage items Steps to clearing a table Slide the knife, cutting end first, under the fork to secure it and stop it from sliding away Moving clockwise around the table, clear the next guest’s plate Secure the second plate into position over the wrist, and scrape any food scraps onto the base plate Slide 148

149. Clearing food and beverage items Steps to clearing a table Secure the knife by sliding it under the securing fork Place the second fork parallel to the securing fork Continue this procedure until all the plates and cutlery are cleared for that particular course Slide 149

150. Element 6: Serve drinks Slide 150

151. Serve drinks Performance Criteria for this Element are: Serve pre-dinner drinks to table Serve wines to table Serve after-meal drinks to table Coordinate timing of beverage service to match courses/menu items being served Clear glasses and beverage items Slide 151

152. Serving beverage items Collect beverage selections When collecting drinks ensure: Correct drink Correct glassware Garnishes Glasses have right amount of liquid Drinks are not flat (if required to be carbonated) Correct straws   Slide 152

153. Serving beverage items Serving beverages Carrying trays Handle glassware by the stem or stem Don’t overload trays Use coasters Provide snacks where appropriate Monitor behaviour of guests (alcohol) Announce name of drink   Slide 153

154. Serving wine at table Serving table and sparking wine Besides the service of pre-dinner drinks, common drinks often served to accompany a meal include sparkling and table wine. What is the difference between these? What are examples of table wine? How is white table wine served? How is red table wine served? How is sparkling wine served?   Slide 154

155. Serving wine at table Check bottle condition Label Top near the cork/seal Bottle top Nothing floating in solution Overall condition of the glass   Slide 155

156. Serving wine at table Checking the selection with customer Present the wine to the person who ordered the bottle Announce the brand name, style and vintage Wait for the customer to confirm it is the right product   Slide 156

157. Serving wine at table Select appropriate glassware and equipment Wines and glasses Drink trays Waiter’s friend Ice bucket Service cloth Carafes Decanting equipment Wine baskets   Slide 157

158. Serving wine at table Open and serve wine correctly, safely and without spillage Discuss procedures for opening and pouring: White table wine Red table wine Sparkling wine   Slide 158

159. Serve after meal drinks Speciality Coffees Various spirits and liqueurs can be combined with hot coffee and fresh double cream They make a dessert in its own right, to accompany a dessert or to conclude a meal Slide 159

160. Serve after meal drinks Techniques to make specialist coffee Ready the glass or mug Prepare good-quality, strong, black coffee Put 30 ml of the required spirit or liqueur into the glass/mug Add sugar if required Pour in coffee Stir to disperse liquor and/or melt sugar Float fresh cream on top Serve immediately Slide 160

161. Serve after meal drinks Spirits and liqueurs In some cases customers may wish to have a spirit or liqueur at the end of a meal or to accompany a dessert. These normally consist of: Cognac Armagnac Calvados Liqueurs Port Slide 161

162. Coordinate food and beverage service Timing of beverage service Serving drinks ‘immediately’ achieves the following quality factors: Maintenance of the service of beverages as they are intended to be Delivery of high levels of customer service Slide 162

163. Coordinate food and beverage service Synchronised food and beverage service situations In bar situations where snacks are provided with drinks Initial service of drinks should come quickly Refills of drinks to coincide with next food courses Coffees and cakes are often served together Slide 163

164. Coordinate food and beverage service Synchronised food and beverage service situations Where beverages compliment the meal, such as: Wines to accompany courses Dessert wines or coffee that is served with dessert Ports and cheese Champagne and birthday cakes or other celebrations Slide 164

165. Clear beverage items Similar to the service of beverages, the timely clearance of both used and unused glasses is important. When should used glasses be cleared? When should unused glasses be cleared? What else should be cleared? Slide 165

166. Element 7: Present account to guest Slide 166

167. Present account to guest Performance Criteria for this Element are: Compile guest account ready for presentation Present account to guest Accept payment for account Process payment of account Slide 167

168. Prepare customer accounts Guidelines for preparing accounts: Understand operations and equipment Produce supporting documentation Post charges accurately and promptly Keep accounts updated Process when required Ensure: Prompt processing Accuracy Slide 168

169. Present account to customer Account folders: Used in a la carte restaurants Presented to customers at the table Ensure: Account is correct Pen is provided Issued and collected in a prompt manner Slide 169

170. Accept payment for account Secure money and documentation during trade The f ollowing are helpful tips to employ to increase the security of cash and non-cash payments: Try not to share cash registers Never leave a cash register open when unattended Keep cash registers out of the reach of customers Slide 170

171. Accept payment for account Secure money and documentation during trade Lock cash registers when not in use Keep the original note on display whilst a transaction is taking place Regularly store large notes under the cash till, out of display of customers Regularly arrange for cash registers to be cleared Slide 171

172. Process payment of account Account settling options Paying cash Paying via credit card/EFTPOS Charge a house/VIP account Presenting voucher Other payment methods Slide 172

173. Process payment of account When customers pay cash: Verify the amount tendered will cover the total of the account Thank customer Place cash on register shelf Register the sale Calculate and give change to customer Give receipt to customer Secure all money into register drawer Slide 173

174. Process payment of account When customers pay via credit card or EFTPOS: Customer presents card Attendant processed card and amount into machine Customer enters password and gratuity Attendant obtains customer signature Attendant keeps signed copy and issues copy and receipt to customer Slide 174

175. Process payment of account When customers charge to room/account This allows customers to sign to an account. These accounts will be settled at a later date. These accounts are normally used for: In-house guests VIP customers Functions Corporate events Management Slide 175

176. Process payment of account When customers pay by voucher Some properties accept vouchers in full or part-payment for food and beverage items, services etc. purchased by the customer. Consider: Value of voucher Conditions of voucher Expiry date Slide 176

177. Process payment of account Process gratuities Customers may leave a tip for service staff in appreciation of good service. Tips are also known as ‘gratuities’ Tipping options: Individual staff keep all tips they receive All tips are pooled into a central pool of money and then shared amongst all staff Slide 177

178. Process payment of account Issue change and receipts As an ethical staff member it is important to: To charge the correct amount for a sale To return change automatically. It is at the discretion of the customer if a gratuity is given Provide a receipt and explanation of charges Remind customers to collect their change To accurately record all transactions and store money securely Slide 178

179. Element 8: Provide departure services Slide 179

180. Provide departure services Performance Criteria for this Element are: Assist guest in leaving table Provide end-of-service assistance, as required Farewell guests Slide 180

181. Assist customers as they leave table Providing assistance to customer leaving table When customers are leaving the table a couple of things to remember include: Pull back chairs for customers Get wheelchairs or other aids as required Thank customer for their patronage Arrange any take-away containers Where permitted, place corks back in unfinished wine bottles for easier transportation for customer Arrange toothpicks Slide 181

182. Assist customers as they leave table Providing assistance to customer leaving table Remind customers to collect any bags, clothes and other personal items left on table, seat of floor Arrange balloons or gift packs or other children’s gifts Help them with putting on coats and jackets Remind customer to collect change, credit card or receipt Escort the customers to the door Slide 182

183. Provide end of service assistance Types of end of service assistance Obtaining a taxi or other transport for guests Retrieving items that have been placed into safe keeping Offering umbrellas Accompanying guests to cars Making reservations on their behalf Directing them to their next destination Offering a seat, paper or complimentary coffee while the weather clears Slide 183

184. Farewell guests Farewell Guests Walk them to door Re-booking Remind them not to forget belongings Get their coats or jackets Arrange take home ‘left over’ food Arrange taxi or transportation Walk them to transport (wet weather) Say goodbye Slide 184

185. Element 9: Conduct shut down activities Slide 185

186. Conduct shut down activities Performance Criteria for this Element are: Turn off electrical and service-related equipment, where appropriate Remove used linen items for laundering Store, stock and replenish, where necessary, for next service session Dispose of waste Slide 186

187. Conduct shut down activities Performance Criteria for this Element are: Clear and clean service area and service items Conduct session de-briefing Conduct handover to incoming shift, where appropriate Slide 187

188. Preparing for the next shift The procedures can include: Clearing, cleaning, tidying, dismantling equipment, storing furniture Turning various items of equipment off Ordering stock Stowing stock away Holding a debriefing session Handing over the room to the next shift Slide 188

189. Turn off and clean equipment Equipment and other items that may require such attention includes are located in the following areas: Service areas Kitchen and food display areas Bars Front of house areas Slide 189

190. Remove used linen items for laundering Collect, sort and count linen Regardless of whether linen is owned or hired by the hotel it must be: Collected Sorted Checked Counted Separated Forwarded to the appropriate location Slide 190

191. Store and restock equipment All storage must occur in accordance with establishment standards which may include: Ensuring staff and equipment safety Ensuring all items are cleaned before storage Ensuring that food-related items are protected from contamination Making sure items are returned to their nominated locations Checking individual items as part of the storage process Slide 191

192. Replenish items Condiments and sauces Cutlery Crockery Glassware Linen Salt and pepper shakers Drinking straw containers Tooth pick containers Slide 192

193. Restock items The requisition form An internal stock ordering form that you fill in and give to the outlet supervisor or other nominated person. It will identify: Person requesting the items Type of items needed Quantity Date Slide 193

194. Restock items Items to reorder What items do you need to reorder in a food and beverage outlet? What items differ between a restaurant and a bar? Slide 194

195. Disposing of left over food Any food that has been on a customer’s plate or in direct contact with a customer or staff member must be disposed of in the rubbish bin Food and beverage items on the buffet that have not been used can be stored for re-use depending on their freshness and level of exposure to contamination Slide 195

196. Disposing of left over food Enterprise requirements Options include: Throwing out all leftover food Items that are left over Requiring high cost items to be stored for later use but allowing low-cost items to be thrown out Separating disposables from food waste Slide 196

197. Disposing of items Dispose of unused items In many cases there are unused items that can be reused. These include sugar packets, napkins and sealed condiments In addition cutlery, crockery and glassware untouched or unused by the customer may be reused without re-cleaning Slide 197

198. Disposing of items Dispose of disposables Many outlets may have separate rubbish bins for the following items: General waste Vegetable or organic matter Recyclables Broken glass Oils and hot liquids Slide 198

199. Disposing of items Dispose of recyclables Recyclables are items that can be re-used again and are kept separate for collection. Recyclables include: Paper Cardboard Glass Plastic Cans Slide 199

200. Disposing of items Dispose of cleaning chemicals There will be a need to dispose of cleaning chemicals when: Chemicals have become dated Containers have lost their labels and you don’t know what’s inside You decide to discontinue using a certain product Slide 200

201. Maintain clean work area Management and staff must: Regularly clean and maintain the premises Control pests and vermin Implement a daily cleaning schedule Maintain and clean equipment Maintain food or beverage preparation and service areas at the highest standard of hygiene Slide 201

202. Cleaning Glasses and glassware Empty glasses of all contents Load the glasses into a glass washing tray Wash the glasses in the machine when required or when the trays are full Take the glasses out of the machine and either allow to air dry or hand-polish Put the clean glasses in their nominated storage areas ready for use Slide 202

203. Cleaning Crockery and cutlery Remove visible food debris Rinse with warm water to remove loose dirt Wash with a detergent Rinse again to remove the detergent and debris Apply a sanitiser. Sanitisers are chemicals designed to kill bacteria Rinse to remove the sanitiser Allow to air dry Slide 203

204. Clearing and cleaning Areas to be cleared and cleaned Various areas in a restaurant need to be cleaned, cleared or dismantled at the end of service sessions including: Stripping tables Around the coffee machine The waiter’s stations Laundry areas Kitchen food service area Slide 204

205. Clearing and cleaning Restroom facilities Checking to make no patrons remain in these areas after the premises have closed Checking to see if any items have been left there Checking to identify damage or cleaning needs Replenishment of toilet supplies Slide 205

206. Clearing and cleaning Furniture Relocating tables and chairs to their ‘original’ position Taking table tops off tables Removing extra chairs that have been brought in Removing high chairs Slide 206

207. Clearing and cleaning Other areas and items Fixtures and fittings Windows and doors All floor areas Displays Guest waiting area and reception Garbage area Slide 207

208. Storing cleaning equipment Stowing items neatly and tidily Checking the equipment for faults or damage Cleaning the equipment used Checking supply level of cleaning chemicals Checking supplies of cleaning materials Slide 208

209. Conduct session de-briefing Prime concerns at this meeting should be: Communication between food and beverage staff Communication between food and kitchen staff Cooperation between staff in all food and beverage areas Integration of service between food and beverage staff Slide 209

210. Conduct session de-briefing Purpose of a debrief session Congratulate staff on work that has been well done during service Highlight and lead discussion on problems and issues that arose Provide the staff with feedback from their perspective of how the session went Review the quality of service delivery provided Slide 210

211. Review and evaluate services Purpose of a debrief session Encourage staff to identify issues of concern to them Present issues and details of what can be expected in the next session Thank staff for their efforts and contribution Slide 211

212. Conduct a handover Importance of a handover What is a handover? Why is it important to have a handover? What is discussed at a handover? Slide 212

213. Conduct a handover Importance of a handover The last function to be performed by the manager, supervisor or staff member responsible for the service period is to conduct a handover with the person responsible for the next service period It is vital that the new team receives all the necessary information that will affect their service period Slide 213

214. Conduct a handover Share valuable information Status of the customer’s orders and service Availability of beverage products and supplies Changes or alterations to the menu Any customer complaints Roles for incoming staff members Information about specific pieces of equipment or utensils Discussing financial transactions Slide 214

215. Revision and Assessments It is now time to complete any: Revision Activities Assessments Slide 215

216. Finish: Thank you! Slide 216